Aftersales Manager

Aftersales Manager
Rayleigh

Salary: up to £60,000 OTE

We have a fantastic opportunity for the right individual to develop a career within an industry with one of the highest global marketing spends and at a company representing the world’s largest automotive brand.

The Steven Eagell Group is an award-winning employer and Europe’s largest Lexus and Toyota retailer, with 32 locations across the South East, East of England and West Midlands. Our foremost objective is to offer complete satisfaction to every one of our valued customers.

We are currently expanding our business and are now offering an exciting opportunity to join the team, as Aftersales Manager, based at one of our Essex branches. We will provide excellent training and genuine career progression opportunities in return.

Does this sound like you?

1. Experienced aftersales manager
2. Enjoy constantly meeting new people and building rapport and connections
3. Have strong communication skills and enjoy presenting ideas to others
4. Have management experience and wish to build on this
5. Have service department experience
6. Passionate about the automotive industry and want to work in the world’s biggest manufacturer

If so, then read on for more detailed role information!

Key Job Competencies

1. Leads the service team.
   Ensures all members of the Service team understand the implications of the Toyota Experience for their role and monitors performance against agreed customer service targets (e.g. CES). Leads the team by personally demonstrating and encouraging the skills and behaviours associated with the Toyota Experience and Toyota’s Brand Values. Ensures that the Service team work closely with colleagues in Sales, Parts and Administration to deliver excellent customer service.
2. Manages performance to achieve key targets and deliver continuous improvement.
   Manages the day-to-day operations of the Service Department to ensure the achievement of key targets (e.g. workshop loading and labour sales) using data such as ASPI. Ensures the Service team follow key processes in day-to-day working (e.g. by offering a free visual inspection or by taking part in the 3-step handover process). Continuously reviews and improves Service processes and systems to deliver increased levels of customer satisfaction whilst maximising profitability and quality of workmanship. Ensures all Service Advisers make customer follow up calls within agreed timescales. Works with colleagues across the dealership to investigate and resolve customer complaints.
3. Manages and develops individuals.
   Monitors staff training needs, ensuring training and development plans are in place and up to date for all members of the team. Works with individuals to address performance issues e.g., by providing coaching. Assesses potential recruits for the Service team.
4. Provides advice and sign-off on key issues.
   Oversees warranty claims processing, ensuring manufacturer's requirements are strictly adhered to. Manages approved sub-contract Body Shop processes and operations. Designs local promotions, negotiating with local suppliers to achieve the best possible terms and monitors results accordingly. Manages the marketing activity of the Service team e.g., to ensure that contact is maintained with lapsed customers. Plans and manages resource requirements e.g., consumables and specialist tools. Manages the day-to-day activities of the Service valeting team and drivers. Agrees goodwill gestures and customer discounts.
5. Works as a full member of the centre team.
   Works with colleagues and other teams across the dealership to provide a seamless service to customers (e.g., by informally observing and responding to the needs of customers who are not being attended to by other members of staff). Acts as a full member of the dealership’s management team to take the business forward. Ensures opportunities for sales by other teams are followed up by the most appropriate specialist.

Role Type: Full time

Benefits:

1. Yearly bonus
2. Company car
3. Employee discount
4. On-site parking
5. Sick pay
6. Bonus scheme

Privacy Notice:
At the Steven Eagell Group we take your privacy very seriously and will only use your personal information to administer the job application you submit to us. By submitting your contact data to us, you consent to us processing your personal data, in accordance with our Data Privacy Notice, and contacting you via these methods. You may opt-out at any time by emailing jobs@steveneagell.co.uk. If you don’t hear back from us within 2 weeks, please assume that your application has been unsuccessful. Thank you for your interest.

Job Type: Full-time

Salary: Up to £60,000.00 per year

Benefits:

1. Company pension
2. Employee discount

Schedule:

1. Monday to Friday
2. Weekend availability

Supplemental pay types:

1. Bonus scheme

Work Location: In person

Application deadline: 30/06/2023